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<title>Customers &#124; HMC CSR</title>
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                    <h2>SOCIAL</h2>
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                         <li><h3><a href="/ta_400_01.do">Employees</a></h3></li>
                        <li class="atv"><h3><a href="/ta_400_02.do">Customer</a></h3></li><!-- current menu : add class "atv" -->
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                        <a href="/ma_100_01.do">Home</a>
                        <a href="/ta_100_01.do">Sustainability Management</a>
                        <a href="/ta_400_01.do">Social</a>
                        <span>Customer</span>
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                    <h4>Customers </h4>
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                        <p class="txt">Customers form both the aim and a measure of assessing the business activities of Hyundai Motor Company. In order to fulfill the “Unlimited Responsibility toward Customer Satisfaction,” Hyundai continues to develop and implement innumerable strategies and systems, seeking to provide products and services from customers’ perspectives. Going beyond satisfying customers to move their hearts is one of the core values for which Hyundai pursues and practices sustainable management.</p>
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                        <h4>1. Quality-First Management</h4>
                        <p class="txt">Quality is the first and foremost necessary condition for ensuring satisfaction and safety of customers. Recognizing that the fundamental basis of ensuring customer satisfaction and fulfilling obligations owed to customers is to provide zero-defect, safe automobiles, Hyundai has ceaselessly worked to ensure perfect quality of its products. The company adopted its first quality assurance policy in 1999, and enhanced its role in 2002 by integrating the quality assurance organizations at Hyundai and Kia into a single body under the direct authority of Hyundai’s Chairman. In 2003, the company launched a quality assurance organ overseas in order to enhance customers’ satisfaction worldwide. The Global Quality Monitoring Room, launched in 2004, handles a wide range of quality-related issues and problems around the world on a 24/7, all-year-round basis. Since   declaring its new resolve for “quality” marketing and becoming “the best brand to buy” in the automobile industry in 2010, the company has been enhancing the quality of not only its products, but the quality of its service and communications as well. Having achieved remarkable success in quality thanks to decades of unswerving commitment to quality improvement, Hyundai is now actively seeking, across its entire organization extending throughout the world, to improve the quality of all its products and activities and eradicating defects.</p>
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                    <h4>2. Enhancing Customer Satisfaction</h4>
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                        <p class="txt">Hyundai has been operating customer service centers since 1995 in order to hear customers’ voices and make improvements as needed. Its call centers receive customers’ comments and inquiries and provide experts’ solutions via telephone and the Internet concerning the company’s products and services in general. The “voices of customers” (VOC) received and collected by the company’s call centers are analyzed and incorporated into subsequent efforts by the related departments to improve the quality of their services and to prevent further complaints. The company also regularly monitors the quality of customer services it provides for new customers after they purchase and receive their cars from the warehouse. The proactive monitoring activity is meant to identify potential complaints and claims in advance so as to ensure complete customer satisfaction. Each nation or region where Hyundai’s products are present operates its own VOC channels. The company also regularly conducts satisfaction surveys as part of its ongoing efforts to identify quality problems and make improvements.</p>
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                            <p><strong>HCSI Customers’ Satisfaction Index</strong></p>
                            <img src="/img/usr/stg/soct_img_8.gif" alt="2009(77.6 point), 2010(79.1 point), 2011(82.1 point)" />
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                    <h4>3. Vehicle Safety</h4>
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                        <p class="txt">Safety is the top priority in developing and producing vehicles for customers. Hyundai not only applies the conventional, defensive, passive safety devices (such as the extra-hard car bodies, air bags, seat belts, etc.) that are meant to minimize injury when accidents do occur, but also provides active safety mechanisms,<br />including the artificial intelligence system that enables the vehicle to identify accident risks and avoid them in advance.</p>
                        <div class="diagram">
                            <p><strong>HMC’s Performance on Major Car Safety Assessment Programs in 2011</strong></p>
                            <ul>
                                <li><img src="/img/usr/eng/stg/soct_img_9.gif" alt="Korea New Car Assessment Program (KNCAP) by the Min. of Land, Transport, and Maritime Affairs : Five stars for Grandeur" /></li>
                                <li><img src="/img/usr/eng/stg/soct_img_10.gif" alt="U.S. New Car Assessment Program (US NCAP)  “Good” ratings for Equus, Optima (K5) and Elantra" /></li>
                                <li><img src="/img/usr/eng/stg/soct_img_11.gif" alt="Insurance Institute for Highway Safety (IIHS) “Good” ratings for Equus, Optima (K5) and Elantra; Top Safety Pick of 2011" /></li>
                                <li><img src="/img/usr/eng/stg/soct_img_12.gif" alt="European New Car Assessment Program (Euro NCAP) Five stars for i40, ix20, Veloster, and New Rio 5star" /></li>
                                <li><img src="/img/usr/eng/stg/soct_img_13.gif" alt="Chinese New Car Assessment Program (C-NCAP) Five stars and a plus for Sonata and K5  " /></li>
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